ComplaintsforMattress for less Orlando

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I purchased a mattress on January 9th, 2024 and still have not received the mattress that I ordered. I was told that it would arrive in 7-10 days but the wrong mattress was delivered on day 16, January 25th. They were supposed to exchange the mattress on Thursday, February 1st but I received an apology that evening around 5pm that the driver was not able to make it that day and they would call the next day, Friday, to arrange delivery. I received NO communication Friday. Saturday, February 3rd I received a call from the delivery driver that he would arrive at my home around 1pm. I was not going to be home at that time so I had to quickly arrange for someone to be at my house to meet the driver and allow access to my home. Later that evening when I got home I realized that I had again received the wrong mattress! I contacted ***** with Mattress for Less the following day, Sunday, February 4th to inform her of the error and explain that I was extremely dissatisfied and requested a full refund. She stated that all sales were final, which I had not been informed of prior. Since this was not a case of me purchasing a mattress and changing my mind, instead it was almost 4 weeks of issues with delivery and receiving the wrong mattress twice I explained to her that I still wanted to proceed with a full refund. She stated that she had to forward the request to the district manager. I contacted ***** again Monday, February 5th for an update and she stated that the district manager was probably busy but would be reaching out to me soon. I contacted ***** again on Wednesday, February 7th to which I received no response. It is now Thursday, February 15th and I have received no communication from the district manager nor ***** and I still do not have the mattress that I purchased on January 9th.

  Business response

  03/14/2024

  WE REPLACE THE SECOND MATTRESS , MATTRESS BEEN DELIVERED TO THE CUSTOMER. NOTHING WRONG WITH THE FIRST **********************, CUSTOMER BEEN ASKED TO GO BACK TO THE STORE AND RESELECT TO A DIFFERENT MATTRESS,CUSTOMER REFUSED ALL OPTIONS.
  

   

  I SPOKE WITH CUSTOMER PERSONALLY, AS WE MENTIONED BOTH MATTRESS ARE THE SAME. WE ATTACHED A RECEIPT FROM THE MANUFACTURER . I TOLD THE CUSTOMER TO TAKE A PICTURE OFF THE ********************** AND TO GO BACK TO THE STORE AND TOO SEE BY HER SELF THOSE MATTRESSES ARE THE SAME ****-MODEL-COMFORT , EXACT THE SAME. ALSO WE OFFER HER A RESELECT ALSO BEEN REFUSED . AT THIS MOMENT NOTHING ELSE COULD BE DONE .  LAST WORD. CUSTOMER RECEIVED THE RIGHT ********************** FROM THE FIRST TIME. COMPANY CANT KEEP CHANGING SAME MATTRESS FOR NO REASON.  OUR POLICY NO REFUND ,ALL SALES ARE FINAL

  THANK YOU

  *********************

   

   

   

   

  Customer response

  03/18/2024

   
  Complaint: 21297637
  
  I am rejecting this response because: I never received the correct mattress that I ordered. I contacted the company immediately and they exchanged the mattress but it was again the same, incorrect mattress. I went to the store, in person with pictures where the salesman confirmed that I received the wrong mattress. I ordered the ********************* firm but twice received the ******* extra firm. I sent pictures to the manager and they have done nothing to resolve the issue therefore I requested a full refund and filed a dispute with my bank and BBB. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I went to Mattress For Less in Altamonte Springs, Florida on or about 25 October, 2022 to look for furniture. When I arrived at the store, I made contact with a male sales associate that began assisting me with looking at and pricing furniture. The male associate advised that he wanted to get my contact information after not having the particular furniture I was looking for in stock, and directed me to complete a credit application as a promotional. I provided my information, but decided not to make a purchase due to pricing. I advised the sales associate that I was not interested and left the store. On 27 October, 2022, I received a call from Mattress For Less advising me to schedule a time for delivery of the items that I ordered. I advised the female associate that I did not make a purchase and would not be coming back to the store to pick up any items as I did not place an order. The female associate stated that I needed to speak with the store manager to rectify the issue, but mentioned that the store manager was not available. On 28 October, 2022, I called Mattress For Less to speak with the manager regarding this matter, and spoke with a male subject who identified himself as Sam the Manager. I told Sam that someone from the store contacted me to set up a time to pick up my order and I advised him that I did not place any orders. He stated that my items were at the store and mentioned that if I did not pick them up, he’d bill me for all of the items. I have never ordered, received, or picked up any items from Mattress For Less, but received an invoice for $5,233.86. I have spoken to the creditor (Synchrony Home) several times regarding this matter and was advised that the account has been billed. I expressed my extreme displeasure with the deceitful and unexplained charges for items I never ordered, or received and demanded to have the account closed.

• Initial Complaint

  08/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I arrived to the store on Friday 8/19 to look for a king mattress. A lady showed me a couple of mattress and I choose one, agreed to call Tuesday to complete a finance application and she scheduled delivery for the following week to my new address. Due to getting into a car accident I called the store Wednesday to finaLize everything and spoke with the manager Gabriel who informed me my mattress and several other items would be delivered the next day at noon. The next day I woke up and no one called me to confirm a window time so I called the store. I spoke with someone who said they have to call me back after an hour which meant 11am. Finally received a returned call from Catalina saying the mattress would be late and there's nothing she can do about it. I tried to express ny frustration with the process but she continued to interrupt me saying "I'm not arguing with you. It's noon now so tell me what you want to do." I asked her to confirm the address which they had wrong on file. She then hung up and called me back stating mattress wouldn't be here until 6:30pm and her manager must have made a mistake with the address and continued to be rude with me. I requested to speak with the manager and she said "no one is over her". Customer service was extremely poor, Carolina was rude and delivery did not arrive until 8:30pm at night.

  Business response

  09/16/2022

  Consumer Response /* (2000, 6, 2022/09/03) */ I was able to resolve the issues with the owner.

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